United Airlines is making changes for passengers with wheelchairs after a government investigation into a complaint by a disability-rights advocate.
CHICAGO — United Airlines has agreed to improve air travel for passengers in wheelchairs after the federal government investigated a complaint by a disability-rights advocate.
The airline also agreed to refund the fare difference if a passenger has to take a more expensive flight to accommodate their wheelchair.The settlement, dated Wednesday, followed a complaint filed by Engracia Figueroa, who said her custom-made wheelchair was damaged on a United flight in 2021., and family members and her lawyer blamed sores, skin grafts and emergency surgery on sitting for five hours in a manual wheelchair that did not fit her body.
According to the settlement, airlines mishandled 32,640 wheelchairs and scooters on domestic flights from 2019 through 2022 — a rate of 1.45%. United and its United Express partners had a slightly better rate of 1.2%, third best among airlines tracked in the Transportation Department’s monthly consumer report on air travel.
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